Complaint Review: Cycle Warehouse Butler PA. - Butler Pennsylvania

Yes Tom did bend over backwards to help and yes he did call me on his cell after hours. The fact of the matter still remains that after almost a month of getting the wrong items that I was assured by Tom "definitely will fit" they were still unable to get the correct parts. 

If Tom was "aghast" at the things I wrore, then imagine how surprised I was when he told me that due to their not knowing their own business and me getting stuck with ABSOLUTELY NOTHING after almost a month that I would be expected to pay a restocking fee. He calls it 57 bucks to ship the items they negligently sent me that did not fit back, I call it me being out 57 bucks and a whole lot of time because the CYCLE WAREHOUSE DOESN'T KNOW THEIR BUSINESS. 

If it's all Custom Chrome's fault then charge them a fee. 

Tom after all the time it took you guys to get this right and having me drive all over creation to get parts for you, what does it matter if I was getting them so I could have the wheel for an event?? I already had the wrong parts for over a week at that point because of you I had to rush! I think you in my shoes would not have been happy at that point either. 

Fact is I'm the customer, Cycle Warehouse screwed up, and I'm left hding the bag, paying 57 bucks to ship YOUR mistake back to you, and had to pay my installer for the time he spent figuring out the wrong parts YOU sent. 

If you're such stand up business, do the right thing and return my shipping. Did you really expect me to wait forever for you guys to get your act together and send the right parts?? It had already been almost a month. 

Look at your other reviews, sound a lot like my review. And tell your owner I said thanks, and never again.

I am the employee who attemped to help Carl fill his needs.  While some of the information he has reported is accurate, there is a lot that is not.  Which personally I find very suprising because Carl was extremely polite and level headed during our conversations.  I would have thought he would have attested to the fact that I made every effort to go out of my way trying to keep him informed of every step of what I was dealing with...even including a call from my cell well after hours from home.   The inacuracy of his report truly shocked me.

First and foremost; yes, our policy is to charge a 20% restocking fee....however he WAS issued a full refund on his purchase less the shipping...even though his time constraints never gave me a chance to rectify the fitment issues we were encountering.  2nd, the times reported were not accurate...there was a pending vacation he wanted to have the bike ready for.  Hence the reason for him picking up parts at Custom Chrome's distribution center.  Parts which I need to add I discounted $30.00 in an effort to ease his costs and time he entailed getting them asap.  That was arranged on Thursday, 9/4/2014...he got them on Friday 9/5/2014...and if memory serves me correctly Vicious Cycle determined that same day the parts wouldn't fit.   Not "several days later" as he reports.

To shed a little more information for people to digest allow me to go into a little more detail.  Yes, I had to contact our rep at Custom Chrome to verify fitment due to not having a listing for a hub he needed to fit the rim he wanted since it has been discontinued for years...thus the great price he got on it.   My rep was the one who assured me the part she came up with would fit...because it's description showed up for a single disc bike, not a dual disc as Carl had.  They informed me there was a "note" in their screen verifying it was for a dual disc.  I also comunicated several times with Vicious Cycles trying to make sure we were all on the same page since Carl's nomenclature and explanation sometimes confused me in what he was actually needing.  The hub has since been returned to Custom Chrome to determine if it was indeed their error; mislabled, mispackaged, or just the wrong application listed in their literature. We are NOT a Harley dealer and sometimes the new products they come out with catch us off gaurd....especially when trying to verify the interchangability with discontinued aftermarket parts that customers want to use.

The bottom line was Carl elected to back out of the sale and return all the parts without us ever getting down to the actual reason for the hub not working.  Therefore he SHOULD have been charged the restocking fee....but I went to bat for him several times with the owner and finally got the fee waived.  I'm honest to a fault...sometimes defending a customer's standpoint leaves me feeling like I'm jepordizing my employment.  This was one of those cases.  But after seeing this report I realy wonder why....